Jun 16, 2008
I have been asked by a number of customers recently about delays sending email, and emails bouncing. The one thing in common with all these customers was that they use Xtra for their outgoing mail.I sent the following message to Xtra, their response may be useful if you have been experiencing these issues.
Hi,
I'm a web developer and I host a number of client mailboxes, but they
use the Xtra SMTP server for outgoing mail.
In the last couple of weeks, I have a lot of Xtra custoimers complain to
me about outgoing mail problems - because I'm not an Xtra customer
myself, I have no idea what the problems are.
Can you please let me know if there is an RSS feed or newsletter I can
subscribe to so I can point these customers in the right direction.
Also, can you please comment on the following 2 issues customers have
been reporting to me recently:
1. Outgoing emails taking 1 week plus to be delivered in some cases.
2. Messages to hotmail addresses bouncing.
Thanks,
Harvey Kane.
I'm a web developer and I host a number of client mailboxes, but they
use the Xtra SMTP server for outgoing mail.
In the last couple of weeks, I have a lot of Xtra custoimers complain to
me about outgoing mail problems - because I'm not an Xtra customer
myself, I have no idea what the problems are.
Can you please let me know if there is an RSS feed or newsletter I can
subscribe to so I can point these customers in the right direction.
Also, can you please comment on the following 2 issues customers have
been reporting to me recently:
1. Outgoing emails taking 1 week plus to be delivered in some cases.
2. Messages to hotmail addresses bouncing.
Thanks,
Harvey Kane.
And here's the response...
Dear Harvey
Thank you for your email.
We do not have a newsletter or RSS feed that you are able to subscribe to for updates, unfortunately. At least, not that I am aware of. I will look into this for you as a matter of interest.
We had a bit of a problem with one of our mail servers last week on the 6th of July, where in some cases it took up to 6 or 7 days for the email to reach its final recipient. We think that we have resolved this problem, however if you still encounter delayed emails then the best way to see what caused this delay is for you to provide the header information from one of the delayed emails and send it in to us, if possible. In order to find out the header information, please follow these instructions:
If you are using Outlook Express:
Right click the message, Choose Properties, Details, and copy the information from the Internet headers box, then paste it into your reply email.
If you are using Outlook:
Right click the message, Options, and copy the information from the headers box then paste it in with your reply.
In regards to the Hotmail issue, this is separate from the delayed email issue. Hotmail have been having some problems with their mail servers lately, especially in regards to receiving emails from our Domain name customers. This was apparently resolved around about a week ago now, so you might like to try sending this address another email to see if you (or your clients) get the same bounce back reply.
If you (or they!) still receive this error message, please provide us with the following information so we can investigate this in greater detail:
Email address you are emailing from:
Email address you are trying to contact:
A copy of the bounce back message you received in its entirety.
Once we receive this information, we can then pass it on to our Broadband 'Redcoats' team who will conduct a thorough investigation as to why this is still happening. As I said though, Hotmail have advised us that everything has been fixed about a week or so ago.
For future enquiries and self-service account options you may find Xtra's online site useful at http://www.xtra.co.nz/help.
Kind regards,
Customer Care Online
Thank you for your email.
We do not have a newsletter or RSS feed that you are able to subscribe to for updates, unfortunately. At least, not that I am aware of. I will look into this for you as a matter of interest.
We had a bit of a problem with one of our mail servers last week on the 6th of July, where in some cases it took up to 6 or 7 days for the email to reach its final recipient. We think that we have resolved this problem, however if you still encounter delayed emails then the best way to see what caused this delay is for you to provide the header information from one of the delayed emails and send it in to us, if possible. In order to find out the header information, please follow these instructions:
If you are using Outlook Express:
Right click the message, Choose Properties, Details, and copy the information from the Internet headers box, then paste it into your reply email.
If you are using Outlook:
Right click the message, Options, and copy the information from the headers box then paste it in with your reply.
In regards to the Hotmail issue, this is separate from the delayed email issue. Hotmail have been having some problems with their mail servers lately, especially in regards to receiving emails from our Domain name customers. This was apparently resolved around about a week ago now, so you might like to try sending this address another email to see if you (or your clients) get the same bounce back reply.
If you (or they!) still receive this error message, please provide us with the following information so we can investigate this in greater detail:
Email address you are emailing from:
Email address you are trying to contact:
A copy of the bounce back message you received in its entirety.
Once we receive this information, we can then pass it on to our Broadband 'Redcoats' team who will conduct a thorough investigation as to why this is still happening. As I said though, Hotmail have advised us that everything has been fixed about a week or so ago.
For future enquiries and self-service account options you may find Xtra's online site useful at http://www.xtra.co.nz/help.
Kind regards,
Customer Care Online
Generally speaking, we only host your incoming mail, and your ISP hosts your outgoing mail. So if you are having trouble sending mail, it's usually best to contact your ISP for support in the first instance.
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I have also had customers with the Hotmail issue recently. This may be caused by the way Hotmail & MS have implemented Sender ID.
MS have a tool you can use to help generate a new record for your DNS:
http://www.microsoft.com/mscorp/safety/content/technologies/senderid/wizard/default.aspx